Associate Director of Facilities Customer Service

IMPORTANT APPLICATION INSTRUCTIONS:

• Upload Resume or Curriculum Vitae for automatic population of information to the application.
• The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.
• Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.
• In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.

Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years . You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.

Job Description

SUMMARY :

Reporting to the Director of Building Repairs the Associate Director of Facilities Customer Service develops and recommends policies and standard operating procedures, oversees procures activities, contracts goods and services, and manages unit budget, personnel, after-hours call center services. The Associate Director manages the Facilities Customer Service Center (FCSC) and serves as the primary advocate for customer concerns within University Facilities, providing a service and communications interface between the division and the campus community. This position utilizes strategic thinking, a strong customer focus, and the ability to develop influential relationships across stakeholder groups to deliver service improvements to University faculty, staff, students, and contractors. The Associate Director oversees Service Request and Work Order processing from intake through fulfillment, and coordinates with division personnel to ensure that completed procedures and work meet customers’ objectives and service expectations.

PRINCIPAL DUTIES AND RESPONSIBILITIES :

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Establishes and monitors production, productivity, quality, and customer-service standards; contributing unit data and performance analyses to organizational strategic plans and reviews. Accomplishes organization goals by accepting ownership for accomplishing new and different requests and explores opportunities to add value to job accomplishments.
• Investigates customer service inquiries and manages swift corrective action where necessary. Provides effective, appropriate, timely, and consistent communication to stakeholders through all stages of the Service Request and Work Order processes and maintains comprehensive records. Enhances First Call Resolution efforts to provide customers with enhanced communication about service progress to avoid repeat calls and complaints on a single request.
• Defines, develops and recommends the effective utilization of Maximo system specifications, managing resource planning and Management Information (MI) teams in conjunction with business objectives and Service Level Agreements. Coordinates with Facilities Information Technology to develop call center customer interaction and voice response systems and voice networks; design user interfaces; develop and execute user acceptance test plans; and plan and control system implementations. Provides system and Service Request entry training for University faculty, staff, and students.
• Maintains and improves FCSC operations by monitoring Maximo’s system performance. Identifies and resolves issues; prepares and completes action plans; system audits and analyses. Manages system process improvement and quality assurance programs. Identifies and evaluates technologies by defining user requirements and establishing technical specifications. Identifies and installs new customer-focused tools and system upgrades.
• Strategically manages an operations management team to enhance unit and division performance by setting clear and accountable performance measures. Empowers and engages the FCSC team to create a culture and process that achieve business goals and objectives. Assesses and improves customer satisfaction and other customer Key Performance Index metrics. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Manages staff and unit operations; develops job descriptions and performance standards; provides performance evaluations and performance improvement plans when necessary; coaches and guides staff; and approves various personnel actions required, including promotion, hiring, and disciplinary action in accordance with University policies and State regulations.
• Coordinates with Facilities Training and Development to develop, recommend, implement, and monitor staff training compliance to maximize unit operations.
• Prepares unit budgets and manages expenditures and inventory. Serves as Fiscal Agent for both units and manages requisition processing and contracting goods and services.
• Maintains all files in accordance with regulatory and University requirements.
• Attends training courses, seminars, or workshops, as directed.
• Complies with safety standards applicable to the University and with all rules, regulations and orders with respect to the University’s occupational health and safety program. Maintains and allocates adequate funds to ensure employee and workplace safety, and identifies and/or reports hazards, injuries and accidents in an accurate and timely manner. Ensures that employees are aware of and comply with occupational health and safety training directives.
• Performs other duties as assigned.
• Management retains the right to add or change job duties at any time.

QUALIFICATIONS :

REQUIRED :

• Graduation from an accredited college or university with a Bachelor’s degree.
• Minimum of four years of professional experience managing operations customer service teams using Maximo, or a comparable Maintenance Management System.
• Management or relationship management experience at a strategic planning level.
• Proficiency in the Microsoft Office Suite (Word, Excel, Access, Visio, Power Point).
• Excellent written and verbal communication skills.
• Ability to occasionally work outside of normal office hours, work evenings and/or weekends in the performance of assigned responsibilities.

PREFERRED :

• Experience with exceeding targets, KPIs, or SLAs, in a quality-focused, compliance-centered environment.

PROCEDURE FOR CANDIDACY

Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.

Department

Building Repairs

Position Type

Administrative

Contact Information:

For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email talent @montclair.edu .

EEO/AA Statement

Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.

Additional information can be found on the website at
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/

Title IX and 34 C.F.R. 106 Policy

Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/